Customer Service Tickets and Accounting Clerk - 90229259 - Westwood

Your success is a train ride away!

As we move America’s workforce toward the future, Amtrak connects businesses and communities across the country. We employ more than 20,000 diverse, energetic professionals in a variety of career fields throughout the United States. The safety of our passengers, our employees, the public and our operating environment is our priority, and the success of our railroad is due to our employees.

Are you ready to join our team?

Our values of ‘Do the Right Thing, Excel Together and Put Customers First’ are at the heart of what matters most to us, and our Core Capabilities, ‘Building Trust, Accountability, Effective Communication, Customer Focus, and Proactive Safety & Security’ are what every employee needs to know and do to be most impactful at Amtrak. By living the Amtrak values, focusing on our capabilities, and actively embracing and fostering diverse ideas, backgrounds, and perspectives, together we will honor our past and make Amtrak a company of the future.

Job Summary

This position is responsible for providing our passengers with superior customer service. From behind the ticket counter or on the station floor or platform. The incumbent will be responsible for greeting, servicing and general comfort of each passenger.

Please Note, the rest days for this position are Wednesdays and Thursdays. The working shifts are either in the mornings or afternoons.

Essential Functions

• Make ticket reports promptly, properly safeguard company funds properly and prepare related reports.
• Agent will be governed by all Corporate and station policies.
• Responsible for the proper care and preventative maintenance of the ticket printers and Quik-Trak machines.
• Keep all information racks filled as needed.
• Perform miscellaneous clerical duties related to the ticket office and/or station.
• Handles checked baggage, package express and company materials in the station and on/off trains.
• Assist customers with special needs and other duties as assigned.
• Responsible for the dissemination of both verbal and printed information to passengers including schedules, fares, routing, city highlights, baggage, boarding information, tours and other intermodal transportation.
• Work with other station employees to ensure all passenger train boarding is timely.
• Will verify passengers are properly ticketed or have the proper travel documents and ensure compliance with baggage requirements prior to admission to station platforms.
• Will perform janitorial duties and other duties as assigned.

Minimum Qualifications

• Skilled in the processing of all types of Amtrak tickets and must have a thorough understanding of tariffs to properly price tickets.
• Qualified with the operation of Arrow, Railres/Stars and Quik-Trak.
• High School Diploma or GED
• Must comply with the company’s uniform and grooming policy to present a positive image on behalf of Amtrak through manners, actions and personal style
• Must be able to lift 50lbs
• Must be proficient with baggage & express operation
• General experience with computer-based office equipment
• Must be able to work under pressure
• Learn policy and procedures quickly
• Be able to work with minimal supervision

Preferred Qualifications

• Some experience in customer service
• Must comply with the company’s uniform and grooming policy to present a positive image on behalf of Amtrak through manners, actions and personal style
• Demonstrated business management experience.
• Prior satisfactory work experience in customer service.
• Demonstrated leadership and supervisory skills.
• Working knowledge of Amtrak policies and procedures.

Communications and Interpersonal Skills

• Read, speak, and write in English
• Must have excellent oral and written communication skills
• The ability to maintain a positive, good-natured attitude is essential
• Representative must be comfortable with interacting with customers, speaking on a public address system and using Amtrak computer systems.

The hourly range is $30.32 – $40.42 (with opportunity for increases, as per the applicable collective bargaining agreement, after beginning employment).

Some benefits are subject to the collective bargaining agreement. Learn more about our benefits offerings here .

Requisition ID: 167286
Posting Location(s): Massachusetts

Relocation Offered: No
Travel Requirements: Up to 25%

We want your work at Amtrak to be more than a job. We want your career at Amtrak to be a fulfilling experience where you find challenging work, rewarding opportunities, respect among colleagues, and attractive compensation. Amtrak maintains a culture that values high performance and recognizes individual employee contributions.

Amtrak is committed to a safe workplace free of drugs and alcohol. All Amtrak positions requires a pre-employment background check that includes prior employment verification, a criminal history check and a pre-employment drug screen.

Candidates who test positive for marijuana will be disqualified, regardless of any state or local statute, ordinance, regulation, or other law that legalizes or decriminalizes the use or possession of marijuana, whether for medical, recreational, or other use. Amtrak's pre-employment drug testing program is administered in accordance with DOT regulations and applicable law.

In accordance with DOT regulations (49 CFR § 40.25), Amtrak is required to obtain prior drug and alcohol testing records for applicants/employees intending to perform safety-sensitive duties for covered Department of Transportation positions. If an applicant/employee refuses to provide written consent for Amtrak to obtain these records, the individual will not be permitted to perform safety-sensitive functions.

In accordance with federal law governing security checks of covered individuals for providers of public transportation (Title 6 U.S.C. §1143), Amtrak is required to screen applicants for any permanent or interim disqualifying criminal offenses.

Note that any education requirement listed above may be deemed satisfied if you have an equivalent combination of education, training and experience.

Amtrak is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race/color, to include traits historically associated with race, including but not limited to, hair texture and hairstyles such as braids, locks and twists, religion, sex (including pregnancy, childbirth and related conditions, such as lactation), national origin/ethnicity, disability (intellectual, mental and physical), veteran status, marital status, ancestry, sexual orientation, gender identity and gender expression, genetic information, citizenship or any other personal characteristics protected by law.